Job Title

Introduction A career in IBM Consulting is built on long-term partnerships and meaningful client impact. As organizations across the U.S. Federal Public Sector modernize the way they serve citizens, you will help lead the evolution of missionu2011critical contact center and service experiences. Youu2019ll work alongside clients to transform operations through modern CCaaS platforms, AIu2011powered service capabilities, and integrated CRM ecosystems, shaping the future of government service delivery.Backed by IBMu2019s deep expertise, strategic partners, and industryu2011leading technology, youu2019ll have the tools to design and deliver innovative service strategies that improve efficiency, elevate customer experience, and drive measurable outcomes. At IBM Consulting, curiosity and collaboration fuel success. Youu2019ll be empowered to rethink how service works, explore cuttingu2011edge solutions, and guide clients through their transformation journeys. Our culture of growth and empathy supports your career development while recognizing the unique skills and leadership you bring to the mission. Your role and responsibilities The Contact Center Transformation Leader will drive the growth and delivery of largeu2011scale contact center transformation programs for U.S. Federal Public Sector clients. This leader will shape, sell, and deliver initiatives across CCaaS platforms, CRM ecosystems, AIu2011enabled service capabilities, workforce optimization, and operating model redesign. The role sits within the Customer Transformation practice of the Strategy and Transformation Service Line and will build and lead a growing team of practitioners.Key Responsibilitiesu2022 Lead endu2011tou2011end contact center transformation programs spanning CCaaS, CRM, and AIu2011driven service capabilities.u2022 Shape and sell transformation opportunities, including solution design, proposal development, and client presentations.u2022 Manage delivery of complex programs to ensure highu2011quality outcomes and measurable business value.u2022 Advise Federal clients on service strategy, modernization roadmaps, operating model design, and technology selection.u2022 Drive integration of AIu2011powered knowledge systems, workflow automation, predictive insights, and omnichannel service experiences.u2022 Build and maintain strong executive relationships within Federal agencies.u2022 Achieve annual signings, revenue, and new client targets.u2022 Grow and lead a small team (2-3 employees initially), scaling the team as market demand increases.u2022 Collaborate with internal technology, industry, and delivery teams to ensure seamless execution.u2022 Contribute to practice development, thought leadership, and marketu2011facing assets related to contact center and service transformation.Success Metricsu2022 Signings and revenue achievement.u2022 Growth of new Federal clients and expansion of existing accounts.u2022 Successful delivery of transformation programs.u2022 Development and scaling of the contact center transformation team.u2022 Client satisfaction and measurable transformation outcomes.Leaders are expected to spend time with their teams and clients and therefore are generally expected to be in the workplace a minimum of three days a week subject to business needs.This position can be performed anywhere in the United States Required technical and professional expertise u2022 Deep Expertise in Contact Center Transformation: Proven experience leading largeu2011scale contact center modernization initiatives, including strategy development, roadmap creation, business case definition, and delivery oversight for Federal Public Sector clients.u2022 CCaaS Platform Leadership: Handsu2011on experience with modern CCaaS technologies such as Genesys, NICE, Amazon Connect, or similar platforms, with the ability to design, architect, and guide implementation of cloudu2011based contact center solutions.u2022 CRM and Service Platform Knowledge: Demonstrated experience working with CRM and service management technologies such as Salesforce or ServiceNow to enable integrated service workflows, omnichannel experiences, and improved agent productivity.u2022 AIu2011Powered Service Capabilities: Strong understanding of AIu2011driven service enhancements, including intelligent automation, virtual agents, knowledge AI, workflow automation, and predictive insights that improve efficiency and customer experience.u2022 Business Development and Growth: Proven ability to shape and sell transformation programs, drive signings and revenue, build trusted executive relationships, and expand client portfolios within the Federal Public Sector.u2022 Complex Program Delivery: Track record of delivering multiu2011workstream transformation programs on time and within scope, ensuring measurable outcomes, operational improvements, and high levels of client satisfaction.u2022 Leadership and Team Development: Experience building and leading consulting teams, mentoring practitioners, and fostering a culture of innovation, collaboration, and high performance.u2022 Federal Sector Experience: Deep understanding of the U.S. Federal Public Sector environment, including mission priorities, regulatory requirements, procurement processes, and security considerations. Preferred technical and professional experience u2022 CCaaS and CRM Certifications: Professional certifications in platforms such as Genesys, Salesforce, ServiceNow, NICE, or Amazon Connect.u2022 Federal Consulting Experience: Prior consulting experience supporting U.S. Federal agencies with digital transformation, contact center modernization, or service experience initiatives.u2022 Service Operating Model Design: Experience developing and implementing service organization structures, workforce models, governance frameworks, and performance measurement systems.u2022 Advanced AI and Automation Expertise: Familiarity with advanced GenAI applications, intelligent routing, conversational AI, and predictive analytics that enhance service effectiveness and reduce costu2011tou2011serve.u2022 Thought Leadership: Experience creating marketu2011facing content, frameworks, or points of view on contact center transformation, AIu2011enabled service delivery, or public sector innovation.u2022 Largeu2011Scale Transformation Leadership: Proven ability to oversee programs with multiu2011vendor teams, complex integration requirements, and crossu2011agency coordination.u2022 Practice Development: Experience contributing to a consulting practice through asset development, team growth, capability building, or gou2011tou2011market activities.IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.